Quality & Training Coordinator

Job Details

Description

SUMMARY

The Quality & Training Coordinator supports the Customer Care Center (CCC)’s business objectives by helping to maintain effective and efficient departmental operations. Key responsibilities include (1) creating and maintaining a new-hire training system and delivering new-hire training when needed, (2) developing, maintaining, and delivering systems training and job aids in order to keep all representatives (CCC and CDS-Global) current on all client-based information and product issues, ensuring consistent high quality service for customers served by the CCC and CDS-Global, (3) Monitoring the quality of CCC and CDS emails and calls, providing actionable feedback and fair and consistent scoring, and (4) working closely with TSG to create documentation for CCC-related technical changes and updates. Works with the CCC Manager and Supervisors to understand and address training needs, and drive process improvements, standards, methods, tools, and competencies across the contact center.

Essential Duties And Responsibilities

• Designs, maintains and delivers new hire and refresher training for Care Center representatives as needed.
• Creates, maintains and delivers new-hire training for the CCC.
• Audits training at CDS-Global to ensure consistency.
• Maintains ongoing training schedule for CCC representatives.
• Provides material for ongoing training for CDS-Global representatives.
• Assesses trainees to measure progress and to evaluate effectiveness of training materials and program(s).
• Provides Care Center Manager and Supervisors with clear and pertinent training feedback.
• Follows up with new-hires regularly to determine opportunities for training improvements.
• Coordinates the assessment of the quality of calls and emails of CCC and CDS reps.
• Creates appropriate measurement tools.
• Provides actionable feedback.
• Contributes to CCC monthly and annual assessments.
• Fills role of phone or email rep as needed and as appropriate to properly understand and influence Care Center processes and training requirements.
• Assists with special projects and performs other duties as requested.
  
  

STAFF MANAGEMENT AND JOB CONTACTS

Reporting Relationships

Supervision: Customer Care Center Manager

Supervises: None

Regular Contacts

This position regularly interfaces with the Care Center Manager, Supervisors, and staff as well as internal clients with customer service needs, and CDS counterparts.

Education/Experience

JOB REQUIREMENTS

College degree and at least three years of professional work experience required, preferably in a call center, with a minimum of two years in training, and/or supervisory capacity. Previous experience in retail, call center or customer focused environment.

Knowledge/Skills

• Understanding of adult learning principles and strategies.
• Strong facilitation skills in a group setting.
• Impeccable attention to detail
• Excellent written and oral communication skills.
• Strong organizational skills.
• Ability to quickly build relationships and establish rapport.
• Strong customer focus and sense of urgency with the ability to be flexible to changing circumstances and customer needs.
  
  

Technology Skills

Strong PC skills, including Microsoft Office, Google and SalesForce are required. Experience with training software is preferred.

Work Environment

While regular in-office work at The Mother Church in Boston, MA is strongly preferred, this position may be performed remotely for up to one year.

Christian Science Information

Church membership required.

Pay Range:

$66,109.00 - $85,940.80 Annually

The pay ranges disclosed in our job postings are the compensation ranges the Church reasonably and in good faith expects to pay for a given position at the time of posting.

The offered salary will be determined by factors such as the applicant’s relevant education, experience, knowledge, skills, abilities; and benchmarking, work location, and internal equity.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.